Passenger Self-Service Survey 2011
Moving confidently in the right direction
The air transport industry (ATI) has changed dramatically since the first SITA - Air Transport World Passenger Self-Service Survey six years ago. At that time, booking tickets and checking in online, or via self-service kiosks, were in their infancy. Today, they're the norm. Passengers used to be reluctant to adopt new self-service solutions; nowadays they are eager to adopt them.
The 2011 Passenger Self-Service Survey shows clear improvements in the booking and check-in processes and the availability of self-service facilities. However, the demand for free airport WiFi, clearer information and friendlier staff is increasing.
This year's highlights include several key findings:
- Evolving expectations of 'me-centric' passengers
- Positive indicators for the airline website
- Check-in: moving away from the computer
- Passenger experience: getting better, but not there yet
Download the 2011 Passenger Self-Service Survey highlights now
(2.93 MB)
Survey methodology
The 6th annual SITA-ATW Passenger Self-Service Survey was conducted in April-May 2011 at the departure gates (airside) of six major international airports representing key world regions.
Interviews were conducted for the first time at Abu Dhabi International Airport, which serves many regional destinations, providing a good indication of the behaviour and expectations of travellers in the Middle East.
The six airports are:
- Abu Dhabi's International Airport
- Atlanta's Hartsfield-Jackson International Airport
- Beijing's Capital International Airport
- Frankfurt's International Airport
- Mumbai's Chhatrapati Shivaji International Airport
- Sao Paulo's Guarulhos International Airport
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